Unable to reach controller, node: (nodename) error message: communication error

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)

Issue/Introduction

Double clicking on a probe on a robot in IM returns the following error:

Unable to reach controller, node: (nodename) error message: communication error

Environment

Release : 20.3

Component : UIM - REBOOT

Resolution

This is almost always going to be a network/firewall issue of sorts. 

Install a telnet client and perform the following from a command prompt on the hub:

telnet <ip address of the problem robot> 48000

When initiated on Windows the command window should go blank. If the message is connecting, and ultimately there is a failure, the networking team will need to be engaged to understand what is blocking this communication between the hub and the robot.